Wrong information on card

My handbag with my personal belongings was ****** in November 2014. when I blocked my fnb and standard bank cards online it was simply both banks offered to replace the cards and fnb confirmed my details and the cards where replaced but standard bank informed me that I was not able to pass the security questions they adviced me to go to the branch and order inside the branch. On the 21st of April 2015 my purse was ******. I phone the 2 banks again and fnb ordered my card and standard bank told me I didn't pass my security questions after giving them the same address that they send my bank statement and also the cell number I get my in contact. I was advised to go to the branch and was helped by a professional lady at the sunnighill branch who informed me everything looked the same and advised me to call the card division. I phoned the card division who insisted my address was different to what they have after informing her I have been staying at that house for 8 years and my account is 2 years they was no chance they had a different one. she informed me I should go to the branch I opened to get it fixed and I don't think its fair why does standard bank not align the details .